April Gedney
Lacey,USA
Summary
Dedicated Employee Benefits (EB) Director of Operations with 10 years of management experience and over 20 years in the EB industry. Proven track record of success in overseeing and optimizing the administration of the EB Department. Management approach emphasizes building strong relationships and a client-centric approach to service, fostering an empathetic and caring team. Skilled in developing and implementing effective processes and standard operating procedures to enhance productivity and streamline operations. Committed to driving excellence, employee engagement, and customer satisfaction to achieve organizational goals.
Overview
21
21
years of professional experience
Work History
Director of Operations, Employee Benefits
Acrisure Northwest Region
12.2023 - Current
- Lead all employee benefits operations to ensure the best client experience possible
- Responsible for managing EB operations departmental budget ($40M in revenue) to achieve financials goals
- Collaborate closely with the EB Growth and Practice Leads to achieve department goals
- Communicate key operational reporting and metrics to senior leadership
- Execute operational initiatives that support organic growth and retention goals through collaboration with members of the leadership team
- Responsible for evaluating, measuring, and implementing operational efficiencies to manage operational cost
- Develop, implement, and update standard operating procedures creating efficiencies through use of technology and processes
- Lead the EB operations service team (approximately 100 employees) to ensure effective communication and collaboration to achieve operational goals
- Collaborate with Human Resources to achieve talent development and recruitment goals
- Key contributor in Epic data conversions to bring all agencies into the one database, as well as establish and implement Epic workflows
EB Operations Manager
GHB Insurance / Bell-Anderson Agency / Acrisure
01.2021 - 12.2023
- Managed the EB and Individual/Medicare Departments generating over $11M in annual revenue
- Responsible for oversight of 25 service team members who are accountable for delivering high-quality customer service and support to our clients
- Fostered a team culture centered around client satisfaction, prioritizing responsiveness, and a shared commitment to clients and each other
- Established performance goals/objectives for the team, ensuring an elevated level of customer satisfaction and efficiency in service delivery, as well as conducting annual performance evaluations to assess individual performance and establish future goals/objectives
- Developed EB standard operating procedures (SOP) to improve efficiency and effectiveness within the team
- Responsible for oversight of data within agency management systems (BenefitPoint and AMS360) to ensure accuracy through effective management and regular audits
- Collaborated with the senior leadership to evaluate market changes, technology solutions, and overall departmental needs
- Execute changes within the department to drive success
Director of Group Benefits
GHB Insurance
03.2017 - 12.2020
- Provided supervisory support to the EB Service team, including training, and mentorship to ensure their success and optimal performance
- Performed annual performance evaluations in collaboration with the President to assess performance, provide feedback, and facilitate professional growth and development
- Participated in the recruitment process by conducting interviews, providing feedback to Agency President, and facilitating the training of new hires
- Administered and oversaw the management of GHB and Bell-Anderson employee benefits program, ensuring comprehensive coverage and effective communication to meet the needs of our employees
- Directed a book of key clients and responsible for establishing and nurturing strong relationships, facilitating renewal decisions, managing benefit administration systems, providing comprehensive open enrollment support, and serving as the primary point of contact for day-to-day inquiries, claims issues, and concerns related to employee benefits
- Nurtured and developed strong relationships with carriers and vendors, to ensure our clients had access to the finest products that best meet their specific needs
Senior Client Service Manager
GHB Insurance
01.2015 - 03.2017
- Managed employee benefit programs for 50 key clients providing exceptional service and acting as their primary point of contact for all benefit-related matters, including managing their ben-admin system (Employee Navigator) as required
- Cultivated strong relationships with carriers to ensure seamless plan administration
- Facilitated the renewal process, including processing and implementing renewal decisions in a timely and efficient manner
- Coordinated and executed open enrollment meetings and/or benefit fairs for clients, including the development of marketing materials, enrollment kits and employee benefit guides
- Conducted thorough reviews of carrier policies and insurance certificates, ensuring accuracy and compliance with sold plans, applicable regulations, and requirements
Senior Account Manager
Brown & Brown Insurance
01.2011 - 01.2015
- Managed all aspects of clients' employee benefit programs, ensuring superior client and employee service throughout the process (approximately 50 clients)
- Provided support to producers during the sales and presentation process, offering insights on strategy to facilitate successful outcomes
- Managed the annual renewal process, including presenting renewal rates and alternative options to clients, developing marketing plans, producing clear and informative employee communications, and scheduling open enrollment meetings
Manager of Technical Services / Senior Benefits Consultant
PSW Benefit Resources
06.2004 - 12.2010
- Provided effective oversight of the service team, ensuring exceptional customer service and operational efficiency
- Conducted interviews, onboarded new hires, and conducted performance reviews for team members
- Managed general office operations tasks, including workload assignments for the service team
- Managed EB programs for a book of 60 clients, including overseeing renewals, addressing service issues, and maintaining strong client relationships
- Functioned as the primary point of contact for clients, addressing their needs and inquiries promptly and effectively
- Coordinated and executed client open enrollment meetings and benefit fairs including marketing materials, enrollment kits from carriers, employee giveaways, PowerPoint presentations, and facilitating clear and timely employee meetings
- Reviewed carrier policies and insurance certificates, ensuring the accuracy of content and compliance with relevant guidelines and regulations
- Provided COBRA administration services to select clients including notifications, enrollments, and payment processing in accordance with COBRA requirements
- Prepared and processed Form 5500 filings for applicable clients, ensuring compliance with regulatory obligations and submission deadlines
Education
Life & Health Licensed
01-2004
Centralia Community College
09.1993
Skills
- People/Performance Management
- Strategic Planning
- Procedure Improvement/Development
- Data Management
- Data Analysis
- Budget development
- Operational efficiency
- MS Office
- Applied EPIC
Timeline
Director of Operations, Employee Benefits
Acrisure Northwest Region
12.2023 - Current
EB Operations Manager
GHB Insurance / Bell-Anderson Agency / Acrisure
01.2021 - 12.2023
Director of Group Benefits
GHB Insurance
03.2017 - 12.2020
Senior Client Service Manager
GHB Insurance
01.2015 - 03.2017
Senior Account Manager
Brown & Brown Insurance
01.2011 - 01.2015
Manager of Technical Services / Senior Benefits Consultant
PSW Benefit Resources
06.2004 - 12.2010
Life & Health Licensed
Centralia Community College
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